Senior Decisioning Transformation Lead

CVM & Analytics Consulting; Bristol, City of Edinburgh, London; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

A leading consulting firm is seeking a Senior Decisioning Transformation Lead to guide customer engagement in UK retail banking. This role involves leading transformation programmes, leveraging Pega CDH, and designing strategies that enhance personalisation and customer experiences. Ideal candidates have over 8 years of experience and a strong track record of delivering data-driven strategies.

Qualifications

• 8+ years’ experience in personalisation and decisioning transformation in UK retail banking.
• Proven expertise with enterprise decisioning platforms, ideally Pega CDH.
• Strong track record in next-best-action design and omni-channel orchestration.

Responsibilities

• Lead customer decisioning transformation programmes focused on personalisation.
• Design and optimise decisioning solutions using Pega CDH and advanced platforms.
• Oversee omni-channel orchestration for seamless customer experiences.

Skills

Leadership

Stakeholder Management

AI/ML Integration

Omni-channel Orchestration

Personalisation Strategies

Next-Best-Action Design

Tools

Pega Customer Decision Hub (CDH)

Job description

Senior Decisioning Transformation Lead
UK (Remote with travel to London, Bristol, Edinburgh)
Full-time

Our client is on an exciting growth journey and is now searching for an exceptional Senior Decisioning Transformation Lead to shape the future of customer engagement in UK retail banking. This is a rare chance to take the lead on high-impact transformation programmes, using the latest decisioning technologies to deliver truly personalised customer experiences.

The opportunity in this role, you’ll be at the forefront of innovation – designing and driving decisioning strategies that put customers at the centre. Leveraging Pega Customer Decision Hub (CDH) and advanced decisioning platforms, you’ll integrate AI/ML, unlock real-time insights, and orchestrate consistent, personalised journeys across every channel.

You’ll also act as a trusted advisor to senior stakeholders, aligning technology with business goals, shaping strategic roadmaps, and ensuring solutions deliver measurable value at scale.

Key Responsibilities

• Lead large-scale customer decisioning transformation programmes with a focus on personalisation and next-best-action strategies.
• Design, implement, and optimise enterprise decisioning solutions using Pega CDH and other advanced platforms.
• Define and execute transformation roadmaps that align with business growth and customer engagement goals.
• Oversee omni-channel orchestration, ensuring seamless customer experiences across digital and offline touchpoints.
• Inspire and lead cross-functional teams, driving collaboration and high performance.
• Build strong relationships with senior stakeholders across business, technology, and compliance.
• Establish robust governance frameworks to ensure solutions are scalable, compliant, and future-ready.

What We’re Looking For

• 8+ years’ experience leading personalisation and decisioning transformation programmes within UK retail banking.
• Proven expertise with enterprise decisioning platforms, ideally Pega CDH.
• Strong track record in next-best-action design, AI/ML integration, and omni-channel orchestration.
• Demonstrated success in delivering data-driven engagement strategies and personalisation initiatives.
• Excellent leadership, stakeholder management, and communication skills.
• Experience defining and delivering strategic roadmaps in agile environment